FUNCTION OF CUSTOMER SERVICE DEPARTMENT

KUMARI BANK LIMITED

by
Pratiksha Pachhai
TU Exam Roll No. 21778/18
T.U. Reg No. 7-2-49-193-2018

Submitted to
Faculty of Management, Tribhuvan University
In a partial fulfillment of the requirements for the degree of
Bachelor of Business Administration

at
Tribhuvan Multiple Campus
Tribhuvan University

Palpa
Sep,2023
FUNCTION OF CUSTOMER SERVICE DEPARTMENT
KUMARI BANK LIMITED

by
Pratiksha Pachhai
TU Exam Roll No. 21778/18
T.U. Reg No. 7-2-49-193-2018

Submitted to
Faculty of Management, Tribhuvan University
In a partial fulfillment of the requirements for the degree of
Bachelor of Business Administration

at
Tribhuvan Multiple Campus
Tribhuvan University

Palpa
Sep,2023
 STUDENT’S DECLARATION

I hereby declare that my internship report submitted to the Faculty of Management,

Tribhuvan University, is an original work under the supervision of Keshab Ghimire, Faculty
of Management at Tribhuvan Multiple Campus, in partial fulfilment of the requirements for
the award of the degree of Bachelor of Business Administration (BBA). This internship
report has not been submitted to any other university or institutions for the award of any
degree or diploma.

………………….

Pratiksha Pachhai

Sep, 2023

ii
INTERNSHIP CERTIFICATE

iii
 APPROVAL SHEET

We certify the internship report

Submitted by:

PRATIKSHA PACHHAI

is an academic work submitted in partial fulfillment of the requirements for the degree of
Bachelor of Business Administration (BBA), Tribhuvan University under my guidance and
supervision. To the best of our knowledge, the information presented in the internship report
has not been submitted earlier and the intern successfully defended the report at Tribhuvan
Multiple Campus, Palpa.

………………… ………………... ……………….

Keshab Ghimire Keshab Ghimire Tanka Prasad Bhattarai

Supervisor Program Director(BBA) Campus Chief

iv
 ACKNOWLEDGEMENTS

The report is prepared for the partial fulfillment of the requirements for the degree of
Bachelor of Business Administration offered by Tribhuvan University, based on the activities
performed and lessons learned during the internship period. I would like to express my deep
and sincere gratitude to Tribhuvan University, for providing a great opportunity to enhance
my educational knowledge and build up skills in practical working conditions.

Firstly, I would like to express my sincere gratitude to my supervisor and program director
Keshab Ghimire, and deputy director Mahesh Bhattarai for providing advice,
ideas,suggestions and guidance through out this project. I am very thankful for facilitating
with necessary ideas,materials and support that are required to complete this study.

I would like to thankful kumari bank limited, which accepted my presence and gave me an
opportunity to work with them. I would like to express my gratitude, appreciation and
indebtedness to Ramesh Lamichhane Branch Manager for providing me such a challenging
internship opportunity. Moreover, I would like to expree my sincere appreciation to Basu
Panthi Junior Assistant (CSD) as well as the staff members for their immense support and
hospitality during the entire internship program despite of the rush of the work.

I would also like to extend my warmest thank to my family, friends and the people who
supported me directly and indirectly in the course of this report preparation.

Pratiksha Pachhai

Sep 4,2023

v
 TABLE OF CONTENTS

TITLE PAGE …………………………………………………………………………………i

STUDENT’S DECLARATION ........................................................................................... ii

INTERNSHIP CERTIFICATE ............................................................................................ iii

ACKNOWLEDGEMENTS ...................................................................................................v

TABLE OF CONTENTS .................................................................................................... vi

LIST OF TABLES .............................................................................................................. ix

LIST OF FIGURES ...............................................................................................................x

LIST OF ABBREVIATION ................................................................................................ xi

CHAPTER I ..........................................................................................................................1

INTRODUCTION.................................................................................................................1

1.1 Background .............................................................................................................1

1.2 Objectives ...............................................................................................................2

1.3 Methodology ...............................................................................................................2

1.3.1 Organization Selection ..........................................................................................3

1.3.2 Placement .............................................................................................................3

1.3.3 Duration of Internship ...........................................................................................3

1.3.2 Activities Performed in the organization ...............................................................4

CHAPTER II.........................................................................................................................5

INTRODUCTION OF BANKING INDUSTRY ....................................................................5

2.1 Background .................................................................................................................5

2.2 Origin of Bank .............................................................................................................6

2.3 Evolution and growth of Banking in Nepal ..................................................................7

2.4 Classification of Financial Sector in Nepal ...................................................................8

vi
 2.5 Introduction of Commercial Bank ................................................................................9

2.6 Function of commercial banks ................................................................................... 11

CHAPTER III ..................................................................................................................... 13

INTRODUCTION OF KUMARI BANK LIMITED ............................................................ 13

3.1 Introduction of Kumari Bank Limited ........................................................................ 13

3.1.1 Vision Statement ................................................................................................. 14

3.1.2 Mission Statement ............................................................................................... 14

3.1.3 Objectives ........................................................................................................... 14

3.2 Major Markets and Customers ................................................................................... 14

3.3 Organizational Design and Structure .......................................................................... 15

3.4 Board of Director ....................................................................................................... 16

3.5 Management Team .................................................................................................... 17

3.6 Product and Service ................................................................................................... 17

3.6.1 Deposit Product .................................................................................................. 18

3.6.2 Loan Products ..................................................................................................... 19

3.6.3 Digital Banking ................................................................................................... 20

3.6.4 Cards .................................................................................................................. 20

3.6.5 Lockers ............................................................................................................... 20

3.7 Ownership Structure .................................................................................................. 21

CHAPTER IV ..................................................................................................................... 24

ANALYSIS OF ACTIVITIES PERFORMED/PROBLEM SOLVED ................................. 24

4.1 Background ............................................................................................................... 24

4.1.1 Customer Service Department ............................................................................. 24

4.1.2 Problem Identification and Solved ...................................................................... 29

CHAPTER V ...................................................................................................................... 32

vii
CONCLUSION ................................................................................................................... 32

5.1 Lesson Learnt ............................................................................................................ 32

5.2 CONCLUSION ......................................................................................................... 33

REFERENCES.......................................................................................................................

APPENDIXES .......................................................................................................................

viii
 LIST OF TABLES

Table 1.1 Internship Placement and Duration ........................................................................4

Table 2.1 Classification of financial sector in Nepal ..............................................................9

Table 3.1 Number of Customer different Account in the bank ............................................. 15

Table 3.2 Board of Director of kumari Bank ........................................................................ 16

Table 3.3 Executive Management Team .............................................................................. 17

Table 3.4 Interest Rate of Saving Deposit ............................................................................ 18

Table 3.5 Interest Rate of Fixed Deposit .............................................................................. 18

Table 3.6 Lending on Base Rate .......................................................................................... 19

Table 3.7 Ownership structure of KBL ................................................................................ 21

ix
 LIST OF FIGURES

Figure 3.1 Organizational Structure of KBL(Palpa Branch) ................................................. 16

Figure 3.2 Shareholder Pattern ............................................................................................ 22

x
 LIST OF ABBREVIATION

ATM : Automatic Teller Machine

BBA : Bachelor in Business Administration

BOD : Board of Director

CV : Curriculum Vitae

CSD : Customer Service Department

EXT : Extension

ECC : Electronic Cheque Clearing

FOM : Faculty of Management

HRD : Human Resource Department

IME : International Money Express

ID : Identity Document

KBL : Kumari Bank Limited

KYC : Know Your Customers

LTD : Limited

NPR : Nepalese Rupee

NRB : Nepal Rastra Bank

PVT : Private

SMS : Short Message Service

TU : Tribhuvan University

xi
 CHAPTER I
INTRODUCTION

1.1 Background

Tribhuvan University (TU) is a public university established in 1959 in Kirtipur. It is the

oldest university in Nepal as well as tenth university in the world .The university offers 1000
undergraduate and 500 postgraduate programs. The chancellor of TU is Prime Minister of
Nepal whereas the vice chancellor is Prof .Dr.Dharma Kanta Bastola.TU marked its golden
jubilee in 2009 organizing programme. The university at Kirtipur, spreads over an area of
154.77 hectares, constitutes the Central Administrative Office and the Central Campus. TU
has 7841 teaching facility and 7413 non-teaching staff including the supporting staff .It is
ranked among the 800-1000 based universities of the world by Times Higher Education
ranking in 2019. It is ranked among the 251-300 best universities in Asia. (Wikipedia, 2010).

Bachelor of Business Administration (BBA) program is the undergraduate level program

offered by Tribhuvan University (T.U) that aims at developing students’ intellectual ability,
managerial skills, and executive personality (Tribhuvan University, n.d.). Established in
1959, Tribhuvan University (TU) is currently offering a BBA program from 48 business
schools. The program is divided into eight semesters and has a total of 120 credit hours. BBA
is a blend of computer and management courses. The general teaching pedagogy of BBA at
Tribhuvan University and affiliated college includes class lectures, group discussions, case
studies, guest lectures, role play, research work, project work, assignments, and term papers.
The objective of the BBA program at Tribhuvan University is to prepare students for middle-
level management by enhancing their capacity to understand and solve practical business
problems creatively (Colleges Nepal Private Limited, 2020). To attain this objective, the
curriculum is designed to cover different course components such as Management & allied
courses, Computer-related courses, Specialization related courses, Summer project, and
Internship (Edu Sanjal Private Limited, 2018). And these courses are well-drafted to provide
students with adequate theoretical knowledge and practical learning. Evaluation of students is
also done accordingly: internal evaluation for assessing practical learnings and external
examination for assessing students’ theoretical knowledge. In the final semester, students
 2

should compulsorily go through eight weeks of internship in the organization related to

his/her specialized subject. The internship carries a weight equivalent to 3 credit hours and is
required for the partial fulfillment of the academic requirements of the BBA program
(Faculty Of Management, 2019). The internship program assists students to bridge their
theoretical understandings with practical knowledge in a real organizational environment.
Thus, the internship can be regarded as similar to on-the-job training programs. An effective
internship program in a business organization will equip students with financial, marketing,
entrepreneurship, and other soft skills.

1.2 Objectives

The internship program is undertaken for the partial fulfillment of the requirements for the
degree of Bachelor of Business Administration. The general objectives is to gain valuable
insights into the business sector, more specifically the banking industry in addition to this
major purpose is to relate the theoretical knowledge with the practical experience and to
enable us to be more experience in the real life techniques of achieving result through both
individual effort and team building along with the knowledge gain from academic
environment. The specific objectives are:

1. To study the banking procedure carried out in branch.

2. To identify the various activities done under the ‘’Customer Service Department’’.

3. To know about various financial product and services provided by the bank

4. To analyze practical implication of the theoretical aspect learn during BBA.

5. To develop managerial skill of the internship programme as well as tackle real life
problem in the organization.

1.3 Methodology

This study is making this report is mostly descriptive in nature where the facts and findings
are prescribed in a systematic manner. The information required for preparation of report has
been collected from observation of the activities that are performed in the banks and the
personal interview and consultation with the staffs involved in different department of the
bank. The secondary data are used in the report are obtained from websites, brochures,
annual report, books. Completion of the internship is the combination of different types of
 3

activities .it starts from the selection of the organization for the internship, performance and
placement in different parts of organization.

1.3.1 Organization Selection

Selection of organization for the internship program is a crucial task. As a student banking
and accounting, to convert the theoretical knowledge into practical field intern preference
would be a financial institution, especially a bank. I had to select a banking financial
institution which could help me broaden my spectrum knowledge about banking and
financial sector. So, I decided to choose Kumari Bank Limited for doing my internship.
Kumari bank is a Nepal’s leading commercial bank. It follows the standard business
procedure and contains a good organizational culture. Intern dropped a letter at KBL which
gave the environment that is necessary for any student doing the internship and luckily got a
chance to be a part of it for eight weeks. The supportive and friendly environment helps the
intern to complete the internship program throughout the proper guidance of the staffs of
various departments. Through their proper guidance, the intern was able to learn more about
the organization culture, work environment and work procedures.

In order to approach the bank, the requirements were the recommendation letter from the
college and curriculum vitae. After seeing my CV by the authority of Branch Office (Branch
Head). I was selected as an intern for its Branch. So I started working there from 12 march
2023 to 12 May 2023.

1.3.2 Placement

During the internship, I was placed in the Customer Service Department at the Bartung
Branch. In addition the internee had got an opportunity to carry out activities in Remittance
and Clearing internee was required to handle all the activities of the department under the
guidance and supervision of Mr. Babu Ram khanal, the Operation In charge(OI) at the
branch. In addition to him, all other staff were equally cooperative and helped to learn the
activities of the department.

1.3.3 Duration of Internship

The duration of internship has been defined for 2 month or 6 credit hours of working time at
the organization by Tribhuvan University (T.U). According to the Faculty of Management
 4

(FOM), we are required to do internship for eight weeks .So I did worked at Kumari Bank for
eight weeks. I worked the entire period in the Customer Service Department. This internship
programme has been fruitful for the internee to get real knowledge of the banking activities
of the organization. The working time was from 10am-5:00pm.

Table 1.1

Internship Placement and Duration

S.N Name of Department Weeks

1 Customer Service Department 1-8 weeks

1.3.2 Activities Performed in the organization

During the internship I got the opportunity to perform different activities of the department.
The first 2-3 days I spent gaining information from the staffs of Bartung ext Counter, and
then after knowing that, I spent in the information counter where I had serve the customers
with various information. I also had to help them filling up their account opening account
closing and many other forms like demand draft, speed remit form, deposit voucher of
customer, cheqeu clearing etc.
 CHAPTER II
INTRODUCTION OF BANKING INDUSTRY

2.1 Background

Banking sector plays an importance role in economics development of the country. The word
‘Bank’ has been derived from the Italian word ‘Banco’ which means a place for keeping
lending and enhancing money. It is a financial institution which deals with money. It accepts
deposit run individual and organizations and grants loan to them. It allows on the deposits
made and charges interest on the loan granted .Since, it accept deposits and grants, it is
regarded as the trader of the money. Further it creates credit and support for the formation of
capital.

A bank is a financial institution licensed by a government, which deal with money and credit.
Its primary activities include borrowing and lending money. Many other financial activities
are key players in financial market and offer financial services such as investment funds.
Banking sector is mirror of an economy as it is l inked with almost all economy sectors. Its
linkage with all sector make it a proxy for what is happening in the economy as a whole.

Pythius of Lydia, in Asia Minor, early from the 5th century BC was the first individu al
banker of which there are records. Many of the bankers of the Greek city-states were
“metecos” or foreign residents. Around 371 B. C., Passion, a slave, became the richest and
most famous banker in Greece. There is proof that this type of operation was possibly carried
out in Abraham’s time. As the ancient Sumerians of the Sinar plains had “a singularly
complex system of lending and receiving loans, keeping money in deposit and providing
letters of credit.” In Babylon, as later in Greece, banking activity centered around religious
temples, whose sacrosanct nature meant security against thieves.

Banks in Roman times did not work like modern ones. The majority of banking activities
were carried out by individuals and not by institutions. The enormous investments were
financed by the generators, while those who worked professionally in the business of money
and credit were known by various names, such as argentarii (banker), nummular (money
 6

changer), and coactors (collectors). Medieval trade fairs, such as Hamburg, contributed to
the growth of banking in a curious way. Moneychangers issued available documents with
other fairs, in exchange for foreign exchange. These documents could be collected at another
fair in a different country or at a future fair in the same place. They were redeemable at a
future date they were often discounted by an amount comparable to an interest rate. (Kent,
2019).

From the above definitions, it is clear that the bank is a financial institution, which accepts
deposit from the public in different amounts and grants loans to individual and corporations
against their securities. In these days, it performs wide variety of functions. It does more than
deposit and credit, remitting of money, letter of credit, guarantee etc, for the serviceand
benefit of individuals, corporations, and the general public. It is an agent of its clients, which
remits money, provides service like LC, guarantee etc. and collect income, commissions and
pays expenses on the behalf of them.

2.2 Origin of Bank

The word "bank" is derived from the halian word "banco", Latin word "bancus" and the
French word "banquer" which means bench on which the bankers would keep money and its
records. In most simple form banking is an old us authentic history. The early bankers, the
Jews in Lombardy, transacted third business at benches in the marketplace. When they were
unable to meet their abilities, the depositors used to break their benches and the term
bankrupted was derived.

The bank of Venice, established in 1157 AD is supposed to be the ancient bank. Originally,
was not a bank in the real sense being simply an office for the transfer of public debt.
Subsequently, Bank of Barcelona (1401) and Bank of Geneva (1-407) were established. The
"Bank of England', first English Bank was established in 1694 A.D. Banking institutions
have then changed in character and contents to the father extent. They have developed from a
few simple operations involving satisfaction of a few individual's wants to the complicated
mechanism of modem banking involving the satisfaction of the whole community by serving
speedy application of capital slowly seeking employment and this providing the very
lifeblood of commerce. The history of banking is closely related to the history of money. As
a society become more civilized, the need for more efficient methods for barter was developed
 7

organically. Most origins of money can be traced back to the building of large structures such as
temples, or large undertaking by leaders, such as wars.

The first bank was probably the religious temples of the ancient world and were probably
established sometime during the 3rd millennium BC. Banks probably predated the invention
of money. Ancient Greece holds further evidence of barking. During Late Antiquity and
Middle ages, medieval trade fairs, such as the one in Hamburg, contributed to the growth of
banking in a curious way money changers issued documents redeemable at other firs, in
exchange for hird currency. In 1440, Gutenberg invents the modem printing press although
Europe already knew of the use of paper money in China.

2.3 Evolution and growth of Banking in Nepal

In the country, the development of banking is relatively recent. The record of banking system
in Nepal gives detail account of mixture of slow and steady evolution in the financial and
global economy of Nepalese life. The history of banking in Nepal can be traced back to 1877
AD when Tejarath Adda was established by the government to provide credit facilities to
general public. These unorganized institutions although quite underdeveloped could still
mobse funds from wide range of different sources. Although the Tejarath Adda was
established, was not able to facilitate the growing trades with Tibet and Indu. Thus a need for
the establishment of a modem bank had become essential to promote the trade of the nation.
In the year 1923 "Treaty of peace and Friendship" were concluded between the Government
of Britain and Goverment of Nepal. As per the treaty, Nepal could carry on import trade free
of duty vin India. In other words, it meant that Nepal was going to diversity its foreign trade
and for that the country needed a modem bank. But i wasn't till 1936 A.D. that the Udyog
Parishad (Industrial Development Board) was set up with the following objectives: To
promote and protect the trade, commerce, industries and manufacturers of Nepal, and to
consider and discuss questions connected with or affecting such trade, commerce, industries
and manufacturers, to register and incorporate joint stock companies in conformity with
Nepal Companies Act and also to examine and supervise their workings and to assist and
advise Government of Nepal in economic and financial matters.

Thus, the "Udyog Parishad" helped in opening new avenues for the advent of banking
industry and commerce in Nepal and thus helped to enhance the economic status of the
 8

country. A year after its formation, the Udyog Parishad formulated the company act and the
"Nepal Bank Act" in 1937 A.D. which established the Nepal Bank Ltd. with the technical
cooperation of the Imperial Bank of India, as the first commercial bank of Nepal Before 1956
Sadar Mukkikuna Adda" (local treasury of the govemment) issued currency notes and the
foreign exchange reserves of Nepal were maintained by Reserve Bank of India. During that
period the Indian currency along with Nepalese currency was crculating in the economy.
Thus to manage the circulation of national currency and to maintain exchange rate stability,
there was an urgent need for the establishment of a Central Bank. In 1956, The Nepal
Rastriya Bank Act was formulated and Nepal Rastra Blank was established as a central bank
on April 26, 1956. It took over the functions of Mulakkana Adda "Government Treasury"
and contributed in the growth of financial sector.

Rastriya Baniya Bank (National Commercial Bank), a state-owned commercial bank, was
established in 1966. In the same year, The Land Reform Savings Corporation was established
to deal with finances related to land reforms. After declaring the economy and banks for joint
venture in Nepal privatisation policy. The Government of Nepal encouraged the foreign
bank. The first joint venture bark was established as Nepal Arab Bark bd. in 1984 under the
Commercial Bank Act 1974 with a paid up capital of Rs. 130 million. It was started with the
allocation of 50 percent share of Emirates Bank hd, Dubai, and twenty percent share of
Nepalese financial institution and 30 percent share of general public. Nowadays the bank is
known as Nabil Bank Ltd. Later on there are many banks and financial companies in the
country. To operate all commercial banks uniformly under single act. "Commercial Bank Act
1975 A.D" was enacted. There is all over 20 commercial bark working in Nepal Nepalese
banking system has not a wide geographic reach and institutional diversification.

2.4 Classification of Financial Sector in Nepal

There are altogether 20 commercial bank, 17 Development bank, 17 Finance companies, 57

Microfinance company in Nepal which are classified as A, B, C and D class respectively. As
of mid – July 2023 (Licensed by NRB ) financial institutions are listed as follows:
 9

Table 2.1

Classification of financial sector in Nepal

S.N Financial Institutions Class Numbers

1 Commercial Banks A 20

2 Development Banks B 17

3 Finance companies C 17

4 Micro finance companies D 57

Source www.nrb.org.np

2.5 Introduction of Commercial Bank

Commercial Banks are one of the major financial intermediaries whose primary function is
the transfer of monetary resources from the savers to the users. They have the widest range of
activities and they provide a large amount of the money supply. They perform several
functions as various types of deposit facilities like the current, saving and fixed deposit;
safety of public money, remittance of money, letter of credit, loans, locker facility, foreign
exchange, serving as an agent of its clients etc. It is a type of bank that provides services such
as accepting deposits, making business loans, and offering basic investment products that is
operated as a business for profit. It can also refer to a bank, or a division of a large bank,
which deals with corporations or large/middle-sized business to differentiate it from a retail
bank and investment bank.

Nepal bank limited is the first commercial bank of Nepal which was established in 1994 B.S.
It is a semi-government bank. The second commercial bank of Nepal is Rastriya 13 banijya
Bank. It was established in 2002 B.S. After reinstatement of multiparty democracy in the
country, several joint venture banks were established, such as Standard Chartered bank,
Nabil Bank, Nepal Investment Bank, Himalayan Bank, Everest Bank, Nepal State Bank of
India, Nepal Industrial and Commercial Bank, Kumari Bank, Machhapuchhre Bank, Bank of
Kathmandu and so on. With the increasing in a number of commercial banks competition
among them have also become more complex. In general it performs all kinds of banking
 10

business and generally finances trade and commerce. It occupies quite an important place in
the framework of every economy.

A commercial bank is such type of bank which deals in money exchange, accepting deposits,
advancing loans and other commercial transitioning except some special functions done by
some specified bank such as Co-operative Bank, Agricultural Bank and Industrial Banks. The
main function of the commercial bank simply is ‘to borrow to lend’. Besides, there are other
functions which have been developed according to need of the society as accepting deposits,
providing loans, investments, discounting bills off exchange, transfer of money, capital
formation and miscellaneous functions. There are altogether 28 commercial banks in Nepal.
A commercial bank is a financial institution which performs the functions of accepting
deposits from the general public and giving loans for investment with the aim of earning
profit. They generally finance trade and commerce with short-term loans. They charge high
rate of interest from the borrowers but pay much less rate of Interest to their depositors with
the result that the difference between the two rates of interest becomes the main source of
profit of the banks. The two most distinctive features of a commercial bank are borrowing
and lending, i.e., acceptance of deposits and lending of money to projects to earn Interest
(profit). In short, banks borrow to lend. The rate of interest offered by the banks to depositors
is called the borrowing rate while the rate at which banks lend out is called lending rate.

The difference between the rates is called ‘spread’ which is appropriated by the banks. Mind,
all financial institutions are not commercial banks because only those which perform dual
functions of accepting deposits and giving loans are termed as commercial banks. For
example post offices are not bank because they do not give loans. 14 The most function of
commercials banks is to accept deposits from the public. Various sections of society,
according to their needs and economic condition, deposit their savings with the banks. For
example, fixed and low income group people deposit their savings in small amounts from the
points of view of security, income and savings in the banks for the convenience of payment.
Therefore, keeping the needs and interests of various sections of society, banks formulate
various deposit schemes. Modern banks give mostly secured loans for productive purposes.
In other words, at the time of advancing loans, they demand proper security or collateral.
Generally, the value of security or collateral is equal to the amount of loan. This is done
mainly with a view to recover the loan money by selling the security in the event of non-
 11

refund of the loan. At limes, banks give loan on the basis of personal security also. Therefore,
such loans are called as unsecured loan. Similarly, banks advance loans to its customer’s up
to a certain amount through over-drafts, if there are no deposits in the current account, For
this banks demand a security from the customers and charge very high rate of interest. It is
the most prevalent and important method of advancing loans to the traders and business firms
by discounting their bills. In this way, businessman gets loans on the basis of their bills of
exchange before the time of their maturity. The banks invest their surplus funds in three types
of securities- Government securities, other approved securities and other securities.
Government securities include both, central and state governments, such as treasury bills,
national savings certificate etc. Other securities include securities of state associated bodies
like electricity boards, housing boards, debentures of land Development Banks units of UTL,
shares of regional rural banks etc. Banks function in the form of agents and representatives of
their customers. Customers give their consent for performing such functions. Banks collect
cheques, drafts, bills of exchange and dividends of the shares for their customers. Banks
make payment for their clients and at times accept the bills of exchange; of their customers
for which payment is made at the fixed times.

2.6 Function of commercial banks

Commercial banks are financial institutions that offer a wide range of banking services to
individuals, businesses, and other organizations. These banks play a crucial role in the
economy by facilitating the flow of money, providing a safe place for deposits, and offering
various financial products and services. Commercial banks perform an array of functions.
Some major functions of commercial banks are as follows:

 Accepting Deposits
 Supplying Credit
 Dealing with Foreign Exchange
 Supplying various types of credit
 Operating Merchant Banking
 Carry on Multiple Banking
 Issuing Guarantee
 Accept Guarantee Collateral
 12

 Issuing Financial Instruments

 Carry on Remittance
 Selling Bi-Products
 Installing ATM Machines
 Providing Overdraft
 Enhancing Credit Limit
 Acting as an Agent
 Trading Shares and Commodities
 Portfolio Management
 Trading Government Bond
 Arranging Deposit Vaults

.
 CHAPTER III
INTRODUCTION OF KUMARI BANK LIMITED

3.1 Introduction of Kumari Bank Limited

Kumari Bank Limited, came into existence as the fifteenth commercial banks of Nepal,
starting its banking operations from Chaitra 21, 2057 B.S (April 03, 2001) with an objective
of providing competitive modern banking services in the Nepalese financial market. The
Bank has paid up capital of NPR 26.23 billion.

Kumari Bank Limited provides a wide-range of modern banking services through 412points
of representation located in various urban, semi-urban and rural parts of the country, with
303 branches, 49 extension counters and 61 Branchless Banking Units.

The Bank has pioneered in providing modern banking services like Internet Banking and
Mobile Banking. With the implementation of Core Banking Software, FINACLE (version
10), the Bank has been providing a robust, ultra-modern banking platform for all customers
throughout the country.

The Bank has been offering both Domestic and International Visa Debit and Credit Card,
accessible in all VISA linked ATMs in Nepal and India. It serves through 308 ATMs and
1100+ POS terminals across the country. Along with this, the Bank offers latest digital
banking services such as Mobile, Internet, and Viber Banking and QR payments.The Bank is
recognized as an innovative and fast-growing institution that always strives towards customer
satisfaction. It has transparent business practices, professional management, good corporate
governance, and Total Quality Management as the organizational mission.

The Bank is recognized as an innovative and fast growing institution that always strives
towards customer satisfaction. It has transparent business practices, professional
management, good corporate governance, and Total Quality Management as the
organizational mission.

The Bank acquired Kasthamandap Development Bank Ltd., Paschimanchal Finance Co. Ltd.,
Mahakali Bikash Bank Ltd. and Kankrebihar Bikash Bank Ltd. on Asadh 2074; with an
objective to fulfill the directive forwarded by Nepal Rastra Bank to attain the paid-up capital
 14

of NPR 8 billion. Further to that, the Bank acquired Deva Bikas Bank Limited and joint
operation was started from Asadh 28, 2077. On January 01, 2023, Nepal Credit and
Commerce Bank Limited has been merged with Kumari Bank Limited to jointly operate in
the name of Kumari Bank Limited.(Wikipedia, 2023)

3.1.1 Vision Statement

Kumari Bank vision is to be the preferred financial partner to our customers, a center of
career growth to our employees, and to maximize our shareholders’ value, while contributing
to our nation’s financial sector and to its economic welfare.

3.1.2 Mission Statement

Kumari Bank mission is to deliver innovative products and services to our customers, use
these innovative products to achieve financial inclusion, and do so by exemplifying good
corporate governance, proactive risk management practices, and superior corporate social
responsibility.

3.1.3 Objectives

The core values or the objectives of the organization mainly are to meet customer

Satisfaction through easy and quality service other are mentioned below

1. Bringing innovation and customization to meet customer need and to hold quality of
Service.
2. Provide secured future for its internal employees.
3. Attractive return to its investors.
4. Lower rates for loan clients.
5. Upholding honesty and sincerity.
6. Engaged in various social activities fulfilling corporate social responsibilities.
7. Strengthen the market shares.

3.2 Major Markets and Customers

Kumari Bank Limited (KBL) with a slogan of “SABAI KA LAGI SADHAI KA LAGI’’
expands its services in Palpa. It has been operating is business in many places of Nepal since
 15

extending further more branches in the various cities in the near future. The various branches
recently in operation by the branch managers are provides customer-friendly services through
its Branch Network and all it's the branches are connected through Anywhere Branch
Banking System (ABBS), which enables customers for operational transactions from any
branches.

Table 3.1

Number of Customer different A/C in the bank

(As on 2 sep, 2023)

S.N Name of account No.of customer

1 Saving Account 1568

2 Current Account 300

3 Call Account 0

Source:CSD, KBL, Bartung ext counter

3.3 Organizational Design and Structure

This is organizational structure of Kumari Bank Limited. Palpa Branch Branch manager is
head of the organization. He supervises the employees and takes major decision. Credit head
deals with the loan customers and do documentation. The ready file is signed by credit
officer & brunch manager and send to the head office for the approval.

Operation department inchales CSD and Teller department CSD department deals with the
customers perform task of cheque clearing, remittance etc. Teller department helps customer
to deposit and withdraw cash from bank. Operation head control and supervise CSD and
Teller staffs of the organization. Since it is branch office, all the staffs work with cooperation
helping each other.
 16

Branch Manager

Operational Department Credit Department

Customer Service Department

Cash Department

Figure 1.1 Organizational Structure of KBL(Palpa Branch)

3.4 Board of Director

Kumari Bank is managed by a team of professional Board of Director .The Board of Director
consist of the following personalities

Table 3.2

Board of Director of kumari Bank

S.N Board of Directors Position in Board

1 Mr.Amir pratap J.B Rana Chairman

2 Mr.Upendra Keshari Neupane Director

3 Mr.Krishna Prasad Gyawali Director

4 Mr.Chandra Prasad Bastola Director

5 Mr.mahesh Prasad Pokhrel Director

6 Mr Iman Singh Lama Director

Source :www.kumaribank .com

 17

3.5 Management Team

Kumari Bank is managed by professional management team .The member of the

management have proven track record in the banking sector. The management team consist
of the following personalities.

Table 3.3

Executive Management Team

S.N Name Post/Position

1 Ramesh Raj Aryal Chief Executive Officer

2 Ram Chandra Khanal Senior Deputy Chief Executive Officer

3 Mukunda Subedi Chief Operating Officer

4 Kshitij Khadka Chief Business Officer

5 Bikas Khanal Chief Strategy & Business Support Officer

6 Anish Tamrakar Chief Digital Banking Officer

7 Rohit Singh Chief Human Resources & Support Officer

8 Laxmi Prasad Duwal Chief Finance Officer

9 Arpan Pokhrel Chief - Corporate Credit & Project Financing

10 Rajesh Raj Dhungel Chief Risk Officer

11 Raj Kumar Shrestha Chief - Internal Audit

12 Chandan Karki Chief Investment & Marketing Officer

Source: www.kumaribank.com

3.6 Product and Service

Kumari Bank offers different kind of product and service according to the customer and
business need.Different products and services are as follows
 18

3.6.1 Deposit Product

The bank usually makes their cash only from deposit of the customers. On the collected
deposit bank provides the bank give interest rate to the account. The interest rate effective
since 1 Bhadra, 2080 (August 18, 2023).

Table 3.4

Interest Rate of Saving Deposit

S.N Saving Deposit Interest Rate%

1 Kumari Smart Bachat Khata 5.966

2 Twinkle Star Saving 5.966

3 50 Plus Savings 5.966

4 Kumari Swastha Jeevan Bachat Khata 5.966

5 Kumari Remit Bachat Khata 6.966

6 Kumari Remit IPO Saving Account 7.966

7 Kumari Remit Premium Saving Account 7.966

8 Nagarik Bachat Khata 5.966

9 Kumari Pariwar Surakchya Bachat Khata 5.969

10 Youth Saving Account 5.966

11 Kumari Dhanabriddhi Bachat Khata 6.966

Source: www.kumaribank.com

Table 3.5

Interest Rate of Fixed Deposit

Fixed Deposit Interest Rate(%per annum

1. INDIVIDUAL FIXED DEPOSIT (% per annum)

Fixed Deposit Normal

3 Months and above 10.8966

Recurring Fixed Deposit

6 month/1 Year / 2 Years / 3 Years 10.8966

Source: www.kumaribank.com
 19

3.6.2 Loan Products

The need for the financing various short term and long term venture of both corporate and the
retail clients has been best fulfill by the bank with its large loan product portfolio. The
various kinds of loans provided by the bank such as short term, Hire purchase, Travel Loan,
House,Vechile and Educational Loan with the reasonable interest rate (Effective
since:Bhadra 1St 2080) and other multiple facilities of kumari bank is providing following
loan facilities to the customers.

Table 3.6
Lending on Base Rate
S.N Lending on Base Rate

1 Overdraft 1.00 to 4.5

2 Working Capital / Short term Loan 1.00 to 4.5

3 TR/Importers Loan 1.00 to 4.5

4 Term Loan 1.00 to 4.5

5 Export Credit 1.00 to 4.5

6 Deprived Sector Upto 2.00

7 Home Loan 1.00 to 4.5

8 Education Loan 2.00 to 4.5

9 Auto loan (private) 2.00 to 4.5

10 Hire Purchase (Commercial) 2.00 to 4.5

11 Loan Against First Class Bank Guarantees Upto 3.00

12 Loan Against Marketable Securities 2.00 to 4.5

13 Loan Against Deposit of KBL Upto 2 on Base Rate

14 Loan Against Government Securities Upto 2.00 on Base Rate

15 Other Loan 2.00 to 4.5

16 Professional Loan 2.00 to 4.5

17 FCY Denominated Loans Available on Request

Source: www.kumaribank.com
 20

Notes:

o Product offer for Limited Period only.

o Terms and Conditions (including minimum balance) for various savings deposits and
fixed deposits will be as per the prevailing bank rule.
o Interest rate on foreign currency deposit, Call deposit will be provided based on
National/International market and demand & supply for the said funds.
o Interest rate on loans and advances are indicative only.
o Separate rate for consortium financing.

3.6.3 Digital Banking

Digital banking provides service such as setting up a bank account, transferring funds, paying
bills and even applying for loans or opening new accounts and making withdrawals through
internet. Kumari Bank’s Digital banking includes the Mobile Banking, Missed Call Banking,
Kumari Foneloan, Internet Banking. Kumari bank’s mobile banking app, kumari smart
enables user to perform banking transactions from anywhere and anytime through their
mobile phone. Digital Banking has become increasingly popular in recent years, with many
traditional banks offering digital service alongside their physical branches.

3.6.4 Cards

KBL cards facility ranges into multiple ranges. Kumari Bank offers a versatile VISA Debit
Card facility for its valued customers which can be used to make payment for purchase of
goods and services at POS or e-commerce transaction and withdraw cash from ATM across
Nepal, Bhutan and India. It also offers VISA Credit Card facility for its customers. The card
can be used as an alternative cashless payment medium, or to withdraw cash from all ATMs
and POS terminals of VISA within Nepal and India. It also provides other cards such as
Kumari International Travel Card, Kumari UNO Card, $eCom Card.

3.6.5 Lockers

KBL allows one to enjoy the safest and most convenient locker service in Nepal with
Siddhartha Safe Deposit Locker Service. With a choice of lockers of various sizes, customers
can keep their valuables – jewelry, documents, or other items, safe. Lockers available at
various locations and can be rented by individuals, companies, associations, clubs and trusts.
 21

3.7 Ownership Structure

Ownership structure refers to the composition of the owner's capital in the share capital It
generally comprises of contribution from the promoter shareholders, general public. and
institutional ownership and sometimes contribution from the government as KBL. The
ownership contribution of the KBL comprises contribution from the promoter shareholders
and the general public. Promoter shareholder hold 51 percent of the paid up capital and the
rest 49 percent is from the general public. The authorized capital of the KBL is Rs. 26.23
billion.

Table 3.7

Ownership structure of KBL

Details Current Year NPR

Issued and Paid Up Capital 26,230,000,000

Promoters(51%) 13,377,300,000

General Public(49%) 12,852,700,000

Source: KBL, Annual Report

Out of the total issues and paid up capital 26.23 Billion. 51 percent of capital is contributed
from the promoter shareholders and the rest 49 percent is held by the general public. The
shareholder composition of the KBL for the fiscal year 2079/80.
 22

Share Composistion

49% Public
51% Promoter

Figure 2.2 Shareholder Pattern

The figure shows the shareholding pattern of Kumari Bank Limited states 51 percent
promoters and 49 percent from public. It means promoter have high authority and right than
public. KBL can say that the promoter have the control over management, they have right to
declare the BOD and other decision.
 CHAPTER IV
ANALYSIS OF ACTIVITIES PERFORMED/PROBLEM SOLVED

4.1 Background

Intern is thankful that KBL gave an opportunity to do intern at Customer Service Department
during eight weeks periods. Thought the intern got to learn from a lot from Customer Service
department. Intern was highly concern on the activities done in the department rather that the
collecting data for the report. Intern has not gone over data analysis using standard procedure
such as time series, regression analysis, sensitivity analysis and other statistical tools. . As a
service oriented company the major responsibilities of KBL is to give better services to the
clients promptly on their demand. We were mainly given the responsibility of service related
issues under the supervision of the respective officers. In the period of our internship we
helped the organization by sharing the workload of the respective officers. The working
environment was very comfortable to work in with friendly staffs which made the work
easier.

4.1.1 Customer Service Department

The group of people who works in front and deals directly with customer represents
Customer Service Department (CSD). The way they deal and respond to the customers
shapes the image of bank. They are like a brand ambassador of Kumari Bank Limited. So,
the primary function of this department is to listen to the queries of customers carefully and
to solve their issues in an effective and efficient manner. The activities perform while
workings in Customer Service Department are:

4.1.1.1 Account Opening

Kumari Bank has offered different type of account with different features such as current
account, saving account, fixed account. The first thing we had to know about the criteria of
opening the account of a new customer. The responsibility of the customer service starts with
opening of new account of the new customer informing them about the facilities available in
the organization. We learnt about the documents required to open a new account. Account
may be opened by individual, sole proprietorship firm as well as partnership firms.
 25

Requirement to opening of saving account.

 Photocopy of citizenship or passport of account opening person and nominee.

 Photo of account opening person and nominee
 Location map

4.1.1.2 Balance Inquiry

Many customers are unsure about their balance in their account and the signature they did
while opening account. Customer must have be the same signature in cheque which they
have done while opening account. So when the customers become unsure about their
signature they come to CSD desk to see their signature in the system. Some customers also
come to CSD desk to know their balance. Intern got the chance to use system and let
customer to know their balance signature.

4.1.1.3 Providing Bank Statement

Account statement is provided to the customer as they needed. Account statement is recorded
in the statement record book. For the corporate account holders, statement is provided on the
monthly basis. Account statement should be collected by the account holders or agents of
account holders. In case of organization, statement is provided only if letter is presented and
signature of the particular persons as mentioned in the signature card.

4.1.1.4 Cheque Printing and Binding

Cheque is the important authentic paper that is required for customer to withdraw money
from their account. The issue of new cheque is performed by CSD. It is one of the important
functions of CSD. Everyday a number of cheques are printed for which the following steps
are applied:

 Receiving the requisition slip from the customer with the signature of account holder
along with the agent who receives the cheque book.
 The signature is verified with the signature stamp.
 The requisition is printed and after which cheques are printed with same format.
 The cheques are bind properly.
 The printed cheques are recorded in the cheque issued record file.
 26

 Verifying the agents signature and after which the cheque is delivered to the party or
customer.

4.1.1.5 Filling and Record Keeping

Intern also fill different forms and vouchers if asked by customers such as new account
opening forms, share forms, vouchers, demand slips, ATM forms etc. Updating of the
account opening register for the new accounts opened and getting the signature of the
authority on the register was the job done.

Intern made record about remittance, stationary used by staffs, application subject for new
check, visa card, changes in password/renew visa card etc.

4.1.1.6 Issuing of Debit Card

To issue the ATM card the form is filled up at time of opening an account but if the customer
has not taken the service at the time of account opening he can take the service at the time he
wants. The forms are collected and are forwarded to the corporate office for the issue along
with the details of account holder. The corporate office makes the ATM cards and sends to
concerned branch. Fee for ATM is deducted from balance of respective customers.

4.1.1.7 Internet Banking and Mobile Banking

KBL has further strengthened its Internet banking services by facilitating e-payment for
various utilities with direct link to his/her bank account. Services Bike: Mobile bill pos pt for
procurement of goods, college lee pit etc. For this facility the account holder must submit
internet banking form accepting all terms and conditions of bank and provide genuine e-mail
address and accounts to be linked. The bank then within two days provides login password
and transaction password to the customers on his visit to bank.

KBL provides mobile banking facilities on request of its account holders. For this facility the
account holder must submit mobile banking for accepting all terms and conditions of bank
and provide genuine mobile number. The bank then within two days sends confirmation of
mobile banking service through SMS.
 27

4.1.1.8 Responding To Phone Calls

CSD is also responsible for responding phone calls of the customers and transferring it to
different departments as per the needs of customer through intercom. The customer generally
calls to know about their balance, to know about various facilities provided by bank, to know
about various criteria and requirement to open account and to initiate different banking
activities provided by KBL.

4.1.1.9 Signature Change

On the receipt of signature change application specimen cards from account holder signature
is changed. This process will set the new signature in the system and remove the old
signature from the system.

4.1.1.10 Account Closing

According to the customer demand, once opened account is closed. For this, customer needs
to fill up the account closing application with the reason. After filling form customer must
pay the charge as per the banks rules and regulations, remaining cheque book should be hand
over to the bank and then only remaining balance of customer is refund to the customer.

4.1.1.11 Scanning and Photocopy of Documents

The activity of making the photocopy of the documents such as the Citizenship Certificate of
the customers, the FD receipt and the other documents as asked by the staffs of the bank was
performed during the internship period.

The account opening forms of the customers (signatures of the accountholders and their
photos) and other documents were scanned during the period.

4.1.1.12 Balance Certificate

When a customer needs a balance certificate for different purposes, customer will come to
bank with written application and pay certain charge or fee to obtain the certificate. After
which certificate is printed and is provided to the customer after the stamp of bank and
signature of BM.
 28

4.1.1.13 Remittance Payment

The work that we were assigning in this department that of paying out the customer's money
that may be from international. KBL incepted remittance on 03 April 2001. It have started
own Remit Kumari Remit on 2007. There are many remits such as Himal, IME, City, and
many more but main remit used is Kumari Remit for receiving or sending out the money. For
paying out the remittance the number brought by the customer is entered in the respective
page of the remit and the names are verified through the original government id and the print
is taken out. The stamp of the bank and the authorized signature is made and finally the
customer receives the money from teller.

Procedures of Remittance Payment are follows:

Step 1: Customer Visit KBL. Branch seeking remittance Payment.

Step 2: Request Customer to fill the Remittance Claim Form and Obtain the ID. (Driving
License Passport Voter's Card Government Issued ID Card with Photo).

Step 3: Check & verify the details as per Original ID Copy & Pay the transaction if all the
details match. Pay the Transaction in system.

Step 4: Pay the Cash lipid all the details in CBS get it approved by Supervisor/In-charge and
file the document (Remit Claim form, Xerox of ID card & Transaction Copy).

4.1.1.14 Electronic Cheque Clearing

We feel lucky that we could have the idea of newly emerged technology of Electronic
Cheque Clearing (ECC). It is the new process of clearing the cheque of the other banks
brought by the clients of KBL. Before ECC the particular staff was required to go to the
clearing house Le. NRB for clearance of cheque but ECC has avoided it and made work of
employees more flexible. The supervisor made us capable to handle the cheques for clearing.
We were assigning to do ECC in the absence of the respective officer. For clearing cheque at
first the appropriate stamps are required with authorized signature and it is scanned through
cheque scanner.
 29

4.1.1.15 Relationship Maintenance

Maintaining good customer relationship was another motto in the CSD. As an intern it was
always kept in mind that none of the activities done should affect the existing relationship
between the bank and customers. As an intern the focus was on the Walk-in customers as
well as the existing customers because they the walk-in customers were the potential
customers of the bank who would make the word-of- mouth advertisement of the bank and
the existing customers are the assets of the bank.

4.1.1.16 Filling and Documentation

Filling and documentation are very important task that the CSD staffs do. The entire paper
work has to be done simultaneously to the computer work. At the end of the offices day
intern is responsible to file the documents that has been approved the whole day. Document
includes, account opening and closing form, dormant active form, acknowledgement form,
debit card form, mobile banking form and others.

4.1.2 Problem Identification and Solved

Although NMB is able to meet the changing needs of the customers, some problems have
been analyzed and possible measures have been taken to minimize the problems and solved
them while working in CSD. Following are some of the problems faced while working
during the internship.

 Communication problem
 Grievances handling
 Unsystematic handling
 Hesitation of customers
 Work load problem

The above listed problems have been analyzed during the internship program. So to handle
these problems, following steps have been taken for each problem:
 30

4.1.2.1 Communication problem

Most of the customers still have minimum education qualification; they don’t have proper
knowledge regarding the terminologies used in different forms, vouchers, etc. as they are
printed in English language.

To solve this problem, as an intern, they were made clearly understood about the
terminologies used by translating in simple and understandable language, which could help
them in filling up the form correctly and in a short period of time.

4.1.2.2 Grievances handling

It is the most important problem among the problems. By grievance we mean a cause for
complaints. If it is handled properly, it directly affects the bank’s image; as a result
customers are dissatisfied. Grievances are the problem associated with bank faced by
customers during the transaction period with the bank.

To solve this problem, CSD can play the important role, as this department is in direct
interaction with the customers. If the problem is critical, it should be forward to the top level
management for solution.

4.1.2.3 Unsystematic handling

Unsystematic management leads to failure. Unsystematic handling of things is also a

problem. Though the problem isn’t so big, if not handled properly and timely managed, it
directly affects the efficiency of banking activities.

To manage this problem, things should be managed in a systematic way, so that they are
readily available whenever required. Specially, intern has managed the unsystematic record
keeping of cheque books lists, ATM lists and also has managed the issues related to interior
designs (related to interior physical evidences).

4.1.2.4 Hesitation of customers

It is one of the problems faced by most of the banks. It is difficult to identify since it is
related with psychological aspects of the customers. Some customers hesitate to convey their
problems to the related staff. The bank cannot read the mind of each customer who visits the
bank.
 31

To solve this problem, initiation can be taken to ask customers regarding their problems
frequently and create a friendly environment.

4.1.2.5 Work load problem

It is another problem faced by the banks. At the time of opening and closing work load is
high. So, sometimes it is difficult to provide immediate services to the customer which leads
to customer dissatisfaction.

To solve this problem, increasing the number of working hands can be beneficial. At the
same time, if customers are provided with various facilities like e-banking, SMS banking,
this problem can be minimized to some extent.
 CHAPTER V
CONCLUSION

5.1 Lesson Learnt

The internship period of eight weeks has proven the fruitful moment for the intern to know
about the banking operations of MBL. This internship has been fruitful in many ways. It
helped the intern to know about the banks operations. This internship program have given
information about a lot of other aspects other than banking as to socialize with the people, to
deal with the senior staffs, and to deal with intern colleagues so as to make the working
environment cozier and friendlier. And, also it is known that the behavioral issues are most
important inside the organization. Customers feel satisfied when they are behaved properly.
Their queries are needed to be answered in a friendly way so as to retain them in the
organization.

Some other lessons that intern learnt during the period of internship are listed as below:

1. The intern learnt about working in groups.

2. Able to relate the theoretical aspects into practical implications in the banking
industry.
3. Learnt about general activities that are performed in customer service department like
opening of account, closing of account, issuing of statements to the customer, filing,
recording, etc.
4. The intern learnt to respect work and observed that staffs in the bank are doing their
work by themselves regardless of their position.
5. Being positive in every aspect is another lesson learned by the intern.
6. The intern also learned the behavior to present with the customers as they possess the
different nature and types and there by learnt to deal with them accordingly.
7. The intern also learned to deal with the senior staffs, and to deal with intern
colleagues properly.
8. The intern got opportunity to be familiar with the organization’s culture and be
sincere with the job that has been assigned.
 33

9. The intern also learned the importance of motivation in the work place to keep the
employees more far sighted and innovative rather than productive.
10. Wearing formal dress, greeting, being polite, having patient and being sincere in the
bank.
11. The internee develop the skill about how to operate banking software like FINACLE
and to use the technologies like photocopy, fax, print, etc.
12. The intern has also learned the importance of time and punctuality.
13. The intern learn about the supporting devices like printer, scanner etc.
14. The intern learnt about complaint handling procedure.

5.2 Conclusion

KBL is one of most hard working commercial bank that is dedicated in serving their valued
customers with excellence. During this internship period, Intern had learnt a lot about the
banking activities and banking operation in the Nepalese market, about KBL in particular.
This report has made intern know about the various kinds of the customer services that KBL
has been offering. The internship has been fruitful in many ways to intern. Internship has
broadened intern’s knowledge, vision, ability, management skill and confidence to perform
in real working environment. It was a great chance to gain practical knowledge of banking
sector. The practical cases are rather different from that we study in theory. Further intern has
also become versed to get socialize with the diversified people, to deal with the senior staffs,
and to deal with the intern colleague so as to make the working environment cheerful,
pleasant and friendlier. Beside this, the supervisors were extremely helpful in guiding on our
internship program. It was the great experience working as an intern in KBL. The operational
environment was benevolent. There was good communication, healthy competition and
healthy relationship in between the personnel of KBL. Each and every staff of KBL were
totally professional but still there was a family environment making overall internal working
environment delightful to work with. Working at KBL as an intern was a great opportunity to
develop conceptual and analytical knowledge about banking sector in Nepal. Thus, the
knowledge and experience endowed with this study will surely be constructive towards the
pavement of intern’s career and professional life. During my internship what I also analyzed
is that the bank is good in providing a good customer service. Customers always seek quality
service at their convenience. Customers have preferred Kumari Bank mainly due to its brand
 34

image, branch facilities and service quality. They expect this bank to rise even more to
become the leading bank in service quality. Improvements have to be made from time to time
in order to sustain the satisfaction level of customers and push the bank to a continuous
growing path.
 REFERENCES

Colleges Nepal Private Limited. (2020). Retrieved September, 2023, from

https://www.collegesnepal.com/tribhuvan-university/bba-bachelor-ofbusiness-
administration/
Edu Sanjal Private Limited. (2018, December 17). Retrieved September4, 2023, from
https://edusanjal.com/blog/bachelor-business-administration-bba-collegesnepal/
Google. (2014). Commercial Bank. In Commercial bank. Kathmandu: Kriti.

Kent, K. (2019). Financial instittion and market. Canada: Blackwell publication.

Faculty Of Management. (2019, November 29). Retrieved September 4, 2023, from

https://www.fomecd.edu.np/csyllabus.php
Tribhuvan University. (n.d). Tribhuvan University. Retrieved September 4, 2023, from
http://www.tu.com
History Of Bank . (n.d.). History Of Bank. Retrieved from
https://en.wikipedia.org/wiki/History_of_banking
Wikipedia. (2023). Kumari bank Ltd . Retrieved 2023, from

http://www.kumaribank.com
 APPENDIXES
Appendix 1

List of commercial bank in Nepal

S.N Name of the Bank Establishment Date
1 Nepal Bank 1937
2 Agriculture Development Bank 1968
3 Rastriya Banijya Bank 1966
4 Citizen Bank International 2007
5 Everest Bank 1994
6 Global IME Bank 2023
7 Himalayan Bank 1993
8 Kumari Bank 2023
9 Laxmi Sunrise Bank 2023
10 Machhapuchhre Bank 2012
11 Nabil Bank 1984
12 Nepal Investment Mega Bank 2023
13 Nepal SBI Bank 1993
14 NIC Asia Bank 2013
15 NMB Bank 2008
16 Prabhu Bank 2023
17 Prime Commercial Bank 2007
18 Sanima Bank 2012
19 Siddhartha Bank 2002
20 Standard Chartered Bank 1987
Source:Wikipedia.org.wiki/ List of the bank in nepal
 6

Appendix 2

Paid od capital of commercial bank in Nepal

S.N Name of the Bank Paid up Capital in Arba

1 Nepal Bank 14.69
2 Agriculture Development Bank 18.88
3 Rastriya Banijya Bank 14.64
4 Citizen Bank International 14.20
5 Everest Bank 10.70
6 Global IME Bank 35.77
7 Himalayan Bank 21.66
8 Kumari Bank 26.23
9 Laxmi Sunrise Bank 21.67
10 Machhapuchhre Bank 10.26
11 Nabil Bank 27.06
12 Nepal Investment Mega Bank 34.13
13 Nepal SBI Bank 10.13
14 NIC Asia Bank 11.56
15 NMB Bank 18.37
16 Prabhu Bank 23.54
17 Prime Commercial Bank 19.40
18 Sanima Bank 12.46
19 Siddhartha Bank 14.02
20 Standard Chartered Bank 9.43
Source:Wikipedia.org.wiki/ List of the bank in nepal